***

title: Post-Call Metrics
sidebarTitle: Post-Call Metrics
description: Extract structured data from every conversation automatically.
---------------------------------------------------------------------------

Post-call metrics let you pull specific insights from conversations after they end. Define what you want to know — satisfaction scores, call outcomes, issue categories — and Atoms analyzes each call to fill in the answers.

**Location:** Left Sidebar → Post Call Metrics

<Frame caption="Post-call metrics dashboard">
  ![Post-call metrics list](https://files.buildwithfern.com/smallest-ai.docs.buildwithfern.com/f5dce219bff3705d37c26dbbf9165730bd496471633028184ffb33cdbde70dcb/products/atoms/pages/platform/building-agents/images/post-call-metrics-list.png)
</Frame>

***

## How It Works

1. **You define metrics** — What questions do you want answered about each call?
2. **Call ends** — Conversation completes normally
3. **AI analyzes** — Atoms reviews the transcript against your metrics
4. **Data populated** — Your metrics get filled in automatically
5. **Access anywhere** — View in logs, receive via webhook, export

***

## Creating a New Metric

Click the **Add Metrics +** button to open the configuration panel. You'll see two options:

<Tabs>
  <Tab title="Disposition Metrics">
    <Frame caption="Create a new metric from scratch">
      ![Disposition metrics](https://files.buildwithfern.com/smallest-ai.docs.buildwithfern.com/2e7ab45374ad2f0a43610f4a99cc0bbfed82656d299190a13d9363523d3cf2f1/products/atoms/pages/platform/building-agents/images/post-call-disposition.png)
    </Frame>

    Build a custom metric from scratch. Fill in the Identifier, Data Type, and Prompt — see details below.

    Use **Add Another +** to create multiple metrics at once.

    <Note>
      Don't forget to hit **Save** in the Disposition tab once you're done.
    </Note>
  </Tab>

  <Tab title="Templates">
    <Frame caption="Select from pre-built metrics">
      ![Metric templates](https://files.buildwithfern.com/smallest-ai.docs.buildwithfern.com/4d441cee87770d5de234643176c45172d84b7900e682b2ddaf4a15e33b324d57/products/atoms/pages/platform/building-agents/images/post-call-templates.png)
    </Frame>

    Choose from pre-built metrics for common use cases. Just select the ones you want — no manual configuration needed.

    <Note>
      Don't forget to hit **Save** in the Disposition tab once you're done.
    </Note>
  </Tab>
</Tabs>

***

## Configuring a Metric

Each metric needs three things:

| Field          | Required | Description                                                        |
| -------------- | -------- | ------------------------------------------------------------------ |
| **Identifier** | Yes      | Unique name for this metric. Lowercase, numbers, underscores only. |
| **Data Type**  | Yes      | What kind of value: String, Number, or Boolean                     |
| **Prompt**     | Yes      | The question you want answered about the call                      |

### Identifier

This is the key used to reference the metric in exports, webhooks, and the API.

```
customer_satisfaction
call_outcome
follow_up_needed
```

<Note>
  **Naming rules:** Lowercase letters, numbers, and underscores only. No spaces or special characters.
</Note>

### Data Type

| Type         | Use for               | Example values                           |
| ------------ | --------------------- | ---------------------------------------- |
| **String**   | Free text, categories | "resolved", "escalated", "billing issue" |
| **Boolean**  | Yes/no questions      | true, false                              |
| **Integer**  | Whole numbers, scores | 1, 5, 10                                 |
| **Enum**     | Fixed set of options  | One of: "low", "medium", "high"          |
| **Datetime** | Dates and times       | "2024-01-15T10:30:00Z"                   |

### Prompt

This is the question the AI answers by analyzing the transcript. Be specific.

**Good prompts:**

* "Did the agent acknowledge and respond to customer concerns effectively?"
* "Rate customer satisfaction from 1 to 5 based on tone and words used."
* "What was the primary reason for this call? Options: billing, technical, account, other"

**Vague prompts to avoid:**

* "Was it good?"
* "Customer happy?"

<Tip>
  **Start with 3-5 metrics.** Too many can slow analysis and clutter your data. Add more as you learn what insights matter most.
</Tip>

***

## Example Metrics

<Tabs>
  <Tab title="Call Outcome">
    | Field          | Value                                                                                                          |
    | -------------- | -------------------------------------------------------------------------------------------------------------- |
    | **Identifier** | `call_outcome`                                                                                                 |
    | **Data Type**  | String                                                                                                         |
    | **Prompt**     | "What was the outcome of this call? Options: resolved, escalated, transferred, abandoned, callback\_scheduled" |
  </Tab>

  <Tab title="Satisfaction Score">
    | Field          | Value                                                                                                          |
    | -------------- | -------------------------------------------------------------------------------------------------------------- |
    | **Identifier** | `satisfaction_score`                                                                                           |
    | **Data Type**  | Integer                                                                                                        |
    | **Prompt**     | "Rate the customer's apparent satisfaction from 1 to 5, based on their tone and language throughout the call." |
  </Tab>

  <Tab title="Follow-Up Needed">
    | Field          | Value                                                        |
    | -------------- | ------------------------------------------------------------ |
    | **Identifier** | `follow_up_needed`                                           |
    | **Data Type**  | Boolean                                                      |
    | **Prompt**     | "Does this call require any follow-up action from the team?" |
  </Tab>

  <Tab title="Issue Category">
    | Field          | Value                                                                                                        |
    | -------------- | ------------------------------------------------------------------------------------------------------------ |
    | **Identifier** | `issue_category`                                                                                             |
    | **Data Type**  | Enum                                                                                                         |
    | **Prompt**     | "What was the primary issue category? Options: billing, technical, account, product\_info, complaint, other" |
  </Tab>
</Tabs>

***

## Related

<CardGroup cols={2}>
  <Card title="Conversation Logs" icon="scroll" href="/atoms/atoms-platform/analytics-and-logs/conversation-logs">
    View metrics for individual calls
  </Card>

  <Card title="Analytics Dashboard" icon="chart-line" href="/atoms/atoms-platform/analytics-and-logs/overview">
    See aggregated trends across calls
  </Card>
</CardGroup>